The Impact Of Digital Leadership and Employee Digital Literacy on Service Efficiency of Financial Enterprises: A Case Study of Banks in Fuzhou City

Abstrak

This thesis examines the impact of digital leadership and employee digital literacy on the service efficiency of financial enterprises in Fuzhou, China. The research framework is based on the Resource-Based View (RBV), Digital Leadership, and Digital Literacy theory. The study employs a quantitative approach using a three-stage sampling method to analyze data from 400 respondents across four major banks in Fuzhou. The statistics used to analyze the data included an independent sample t-test, one-way ANOVA, LSD, and multiple linear regression, all at a statistical significance level of 0.05. The study concludes that digital leadership and employee digital literacy have a significant influence on enhancing service efficiency. Digital insight and digital strategic thinking are identified as the strongest drivers among leadership dimensions. At the same time, problem-solving and data and information management skills are the most influential aspects of digital literacy. Educational background, working position, and working experience also demonstrably affect the service efficiency of financial enterprises. The findings recommend strengthening digital leadership development through strategic alignment workshops, improving employee digital literacy via scenario- based training programs, addressing demographic differences through targeted reskilling initiatives, and advocating for policy support to advance digital infrastructure.